JOB DESCRIPTION

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Job Title:Contact Centre Coordinator

Responsible to:Customer Relations Manager

Department:Communications

Responsible for: Contact Centre volunteers

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Main responsibilities of the role: To effectively recruit, induct, train and support Contact Centre volunteers to ensure the charitys customer service targets are met.

Competencies required within the role:

Job Specific Knowledge

Advanced

Planning & Organisation

Skilled

Leadership & Management

Skilled

Personal Effectiveness

Skilled

Building & Maintaining Relationships

Skilled

Service Delivery & Customer Orientation

Advanced

Teamwork & Co-operation

Advanced

Essential qualifications: GCSE in English and Mathematics at grade C or above (or equivalent)

Desirable: Relevant qualification in customer service

Main Duties:

1. To support and mentor home-based volunteers to effectively handle incoming calls, emails and other communications, covering the scope of Cats Protections work from complaints to cat care advice, to meet pre-determined quality standards

2. To support volunteers by issuing advice on how to handle difficult enquiries as necessary

3. To oversee the wellbeing of volunteers, particularly those working on the grief support service, ensuring they are supported and have access to emotional assistance as necessary

4. To provide sound tutoring and mentoring support and advice to the grief service volunteers

5. To effectively recruit, induct and support Contact Centre volunteers, including organising recruitment campaigns across the UK, identifying volunteer learning and development needs and ensuring required training and support is provided

6. To ensure volunteers log enquiry information on a daily basis to enable accurate reporting of activities

7. To identify and inform the Customer Relations Manager of any emerging issues or trends highlighted by the team

8. In conjunction with the Customer Relations Manager, to ensure all information and advice given out via the Contact Centre is accurate and up-to-date

9. To carry out enquiry handling duties to support volunteers as necessary

10. To proactively identify areas for improvement to help meet customer needs

11. To promote the Contact Centre and the service it provides

12. To take part in meetings, events and relevant training either on-site at the National Cat Centre or off-site as required

13. Any other duties that may be required by the Customer Relations Manager.

In common with all posts, ensure compliance with Cats Protections policies and procedures, statutory obligations and best practices, and to undertake such other duties as may be reasonably required by the Chief Executive. This job description may be subject to review in the light of the developing organisation and in consultation with the post holder.

Person Specification

Essential

Desirable

How Identified

Qualifications

GCSE Mathematics and English at grade C or above (or equivalent)

Relevant qualification in customer service

Application Form

Experience

Professional call handling

Microsoft Office - Word, Excel and Outlook

Experience of overseeing home-based volunteers or staff

Experience of training & mentoring volunteers or staff

Working on a charity helpline/Contact Centre

Supporting volunteers to handle emotive and sensitive content

Application Form

Interview

Skills / Attributes

Highly intuitive regarding the emotional needs of others

Ability to work on own initiative, accurately and under pressure

Confident communicator

Good people skills

Good organisational skills

Respectful of the need for confidentiality

Application Form

Interview

References

Qualities

Flexible and adaptable

Approachable and positive attitude

Empathetic to cats

Application Form

Interview

References

Other

Able to undertake the duties

Smart, professional appearance

Own transport

Interview, Medical Questionnaire

Conditions of Service

Salary

Salary will be 21,505 to 22,913 per annum. Salaries are reviewed annually on 1st June. There is no contractual entitlement to any increase in basic salary.

Hours of Work

The normal hours of work are 35 hours per week. Because of the nature of the role, the post holder may be required to work additional hours to ensure the proper performance of the duties and this may mean that the post holder will work in excess of normal business hours. No overtime is payable but with the prior approval of the Chief Executive the post holder will be entitled to time off in lieu.

Place of Work

This role is based at the National Cat Centre, Chelwood Gate, Haywards Heath, Sussex, RH17 7TT. During the course of your employment you may be required to travel to various locations in the U.K. on CP business. Travel and subsistence expenses will be reimbursed as detailed in the Employee Handbook.

Annual Leave

In addition to bank and public holidays the annual leave entitlement is 25 days annual leave rising by one day for each completed year of employment up to a maximum of five extra days. The holiday year runs from 1st January to 31st December.

Pension

Cats Protection administers a personal pension scheme to which the employer will contribute. If you require any further information please contact the Human Resources department

Benefits

Cats Protection also offers medical insurance as a taxable benefit after completion of probationary period. Childcare vouchers, and Death in Service Benefit of four times annual salary from commencement.

Other information

An appointment is made subject to a satisfactory medical questionnaire and references. Permanent positions are subject to a probationary period of three or six months.